Hospitality companies long saw technology as antithetical to the human touch that represented good service. The industry’s admirable habit of promoting from the bottom up means it’s not uncommon to find IT executives who started their careers toting luggage.

There’s also a structural issue. Companies such as Marriott and Hilton are responsible for securing brand-wide databases that store reservations and loyalty program information. But the task of protecting the electronic locks or guest Wi-Fi at an individual property falls on the investors who own the hotels.

The result is a messy technological ecosystem that runs on old software. Many hotels use Opera, sold by Oracle Corp., as their PMS. A common version was designed for a legacy Windows operating system and directs users to disable security features to make the software work.